IT Hardware Refresh / Desktop Support Engineer

Sky UK; Greater London; On-site; GBP 30,000 - 42,000; Full time

Job summary

Sky UK is seeking an Associate IT Hardware Refresh / Desktop Support Engineer to deliver on-site end-user support in London. You will resolve incidents, deploy images, and coordinate hardware replacements to keep staff productive.

Responsibilities include using ServiceNow, SCCM/Auto Pilot, and managing assets while ensuring SLA adherence and strong customer service in a fast-paced environment. The role requires a proactive communicator who can work independently or in a team, liaising with

Qualifications

• Experience in IT support with incident handling and SLA adherence.
• Familiar with ITIL concepts and ServiceNow.
• Experience with hardware/software deployment and SCCM.
• Strong communication and customer service skills.

Responsibilities

• Provide on-site IT support for End User Computing devices in London.
• Resolve incidents, problems, and requests to meet SLA.
• Coordinate hardware spares with vendors and deploy images via SCCM/Intune.
• Support mobile devices (iPhone, iPad, Android) configuration.
• Maintain asset inventory and IMAC activity end-to-end.

Skills

Customer service

Communication

Teamwork

Independent work

Tools

ServiceNow

SCCM

Auto Pilot

MTR

McAfee

Cortex XDR

Job description

IT Hardware Refresh / Desktop Support Engineer On-site in London Long term contract Job Purpose: The onsite support engineer will provide technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.

• Basic experience in IT industry
• Good Understanding of ITIL concept & Service Now
• Computer OS/Peripherals troubleshooting. Asset/Inventory Management
• Ensure tickets are updated on time and adhere to required SLA.
• Handling end users' incidents and IMAC requests using Service NOW ticketing tool
• Performing Hardware/Software installation (understanding of deployment tools like SCCM)
• Basic AV support for conference room and internal events using MTR (Microsoft Teams Room)
• Image Deployment using SCCM & Auto Pilot
• Laptop AV/endpoint security Management for Mcafee, Cortex XDR.
• Refresh of old asset from Windows 7 to Windows 10.
• MTR Video conference support for meeting room and events.
• Vendor coordination for hardware/spare replacement
• Support Queue Management to avoid SLA misses
• Ability to work independently and in a team environment.
• Ability to communicate well with internal and external contacts.
• Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
• Performing end to end IMAC activity including packaging/un-packaging, accepting & delivery of client service assets with proper update of inventory database.
• Experience supporting mobile devices; including configuration and troubleshooting of iPhone, iPad and Android devices.
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escal?
• Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
• Responsible for successful deployment and upgrades of laptops & workstations.
• Ability to work independently and in a team environment.

Seniority level

Associate

Employment type

Contract

Job function

Information Technology

Industries

IT Services and IT Consulting